IT Analyst

FSi is seeking an Analyst to work within our Service Desk environment to provide technical support and troubleshooting for clients. The main responsibility of the Analyst is to provide desktop and application support, as well as basic troubleshooting. The typical week would be three days in FSi’s Tysons Virginia office and two days remote once trained. The position does require regular travel to our clients in the DC metro area during the 3 days in FSi’s Tyson's office.

PRIMARY RESPONSIBILITIES

· Act as the first line of support for all IT issues via phone/email/portal/client facing

· Configure and deploy workstations per client standards

· Create and take ownership of tickets using Dynamics 365

· Troubleshoot and resolve desktop and application incidents in person and using our Remote Management & Monitoring System

· Escalate tickets to Tier 2 and 3 members while maintaining ownership of the tickets

· Provide regular and frequent communication with the client to keep them informed on ticket status and the anticipated resolution timeframe

· Document and close tickets

· Create documentation guides and SOP’s

· Perform regular visits to client sites in the DC Metro area to provide desktop and application support

Desired Skills and Experience

· Troubleshooting and administering Microsoft Office 365

· Managing and troubleshooting Active Directory on-premise, Azure AD, and hybrid environments

· Troubleshooting Mac OS / Applications

· Working within multiple domain environments

· Exceptional face to face and phone customer focused presence.

· Basic networking understanding

· Experience in drafting self-help documentation

• Experience with using Splashtop for RMM

• Microsoft 365 certifications. AB900 & AZ900 must be obtained within 90 days of employment.

Minimum Basic Requirements

· Experience with Microsoft Office 365 and Active Directory

· Computer hardware troubleshooting

· Customer service

· Logical troubleshooting

· Ability to work collaboratively with team members

· Ability to occasionally lift 50 lbs

· 1+ year experience in previous help desk role or equivalent knowledge

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Office 365 Admin: 2 years (Required)
• Active Directory: 2 years (Required)
• Direct IT HelpDesk: 2 years (Required)
• Azure Active Directory administration: 1 year (Required)

Work Location: In person